Analyze an interaction

When you analyze interactions, you can play the call, add annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. to specific sections of the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., share the interaction or download it.

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Procedure

Select Analyze > Interactions.
In the Search Results list, select the interaction that you want to play.

The interaction is loaded in the Interaction area and starts playing.

When you move between any of the Analyze workspaces, your filters and search criteria are maintained (and not cleared). Maintaining the filter and search criteria is useful for investigating the business issue from different perspectives, using different tools for analysis.